Customer service

Returns and Cancelations

If for any reason you wish to return a product for either cancellation or exchange please contact our Customer Team on 0844 412 2495 to obtain a Returns Authorisation number. If you fail to obtain a returns authorisation number your return may be subject to delays, or even refused.

You can cancel your purchase at any time either before or up to 7 working days* following the day of delivery by calling 0844 412 2495 - please have your order reference number and delivery details to hand. Please switch off your phone and do not use it once you have notified us that you wish to cancel your contract with us. * A "working day" means Monday to Friday but excludes public holidays.

After the 7 working day period referred to above has expired you will lose the right to cancel your purchase unless the product is faulty. Any contract for services (such as a mobile phone subscription agreement) will be deemed to have commenced on the date we connect your phone to the network.

To return a cancelled product to us, please ensure your product is complete, unused and in "as new" condition (e.g. if you have opened the box to examine the product you must have done so taking care not to damage or mark the product or packaging in any way. You must not remove any protective film covering any part of the product or break the seal on any software or memory cards etc). It should be returned with the original box, packing and accessories. Any "Free Gifts" received with the product must also be returned.

If you decide to cancel your purchase of a Pay Monthly contract mobile phone, we will arrange for a courier to collect the handset when you call to notify us of the return. For all other products, our staff will advise if the goods can be returned and where to send them. We recommend that all products be returned using a delivery service that will insure the goods (such as Royal Mail Special Delivery). We will not accept liability for any goods lost or damaged in transit. We will not cover the cost of postage and packaging for returning your product/s.

If you follow the above steps you will receive a full refund of the product price. We will issue your refund as soon as we can and in any event within 30 days of you notifying us that you wish to cancel. Please be aware that once any refund is issued, it may take a few days for your bank/building society to process it and for it to show on your account.

We cannot cancel your purchase when :

there is a contract for services with the product and you have started using the services (this would include, for example, a contract mobile phone subscription)
the 7 working day cancellation period referred to above has expired
the seal has been broken on any memory cards or software including games
the goods were a special order to your specification

Whilst the goods remain in your possession, you must take reasonable care of them and not use them. Please note that if you have used your phone, you may remain liable to the Network Provider for the costs of any phone usage (such as calls made or text messages sent) prior to the collection date (please see your Network Provider's terms and conditions for further details).

Return of faulty goods

The following are guidelines as to the service we offer you. Wherever possible we will respond to your individual circumstances based on what we believe is fair and proportionate given your situation.

14-day faulty exchange

If your product develops a fault within 14 days after you have taken delivery, we will be happy to exchange it for a replacement. After 14 days, please follow the instructions below.

If you think your product is faulty please check our *Handset Troubleshooting guide or call our Customer Service Team on 0844 412 2495 (9am to 6pm Monday to Friday, Saturday 10am - 4pm). They will give you instructions on how to complete the exchange or, where applicable, how to arrange for your product to be repaired.

For a refund or exchange, please ensure that the product is :

in otherwise "as new" condition
Complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging)

Please contact the Customer Service Team on 0844 412 2495 (9am to 6pm Monday to Friday, 10am to 4pm on Saturdays). This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only - premium services are not available.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS, DETAILS OF WHICH ARE AVAILABLE FROM TRADING STANDARDS OR CONSUMER DIRECT